Webchat services

As more customers interact and transact via the Web, a key component of any contemporary customer engagement strategy is online chat.

The e-commerce market has grown 102% since 2007, with consumers expected to spend a staggering £94bn online in 2012 (EMarketeer 2009). At MGt, we recognise the important role web chat can play in an integrated customer engagement strategy.

Web chat is very effective at driving incremental sales, reducing shopping cart abandonment and minimising post purchase blues. It can also help reduce support costs by increasing the efficiency of highly skilled technologists engaged in first and second level support.

Software vendors in this space regale us with the promise of increased, sales, reduced check out failures and fewer customer returns. To contact centre professionals, the concept of a chat agent handling 3 or more conversations simultaneously is beguiling from an efficiency perspective. Does it really work though? Would the customer left to their own devices have bought something anyway?

The average abandonment rate of internet transactions is 71% (Internet Retailing 2010). Customers that abandon on your site are likely to buy from a competitor within 48 hours of that abandonment. At MGt we have the empirical evidence that proves web chat does work. In an innovative solution delivered on behalf of one of the largest communications companies Europe, MGt’s skilled proactive chat agents delivered a 200% uplift on sales conversions, compared to a control group who browsed the web site without being offered a chat invite. Basket size was also greater; proving that up sell was also possible.

MGt has been deploying specialised Chat services for its clients for 3 years. We recognise the contribution chat can make, and how its deployment and skill set differs from traditional phone based operations. We can reference a 200% incremental sales uplift for one client, and a 20% reduction in support costs for another. MGt is a trusted partner for web chat whether you are convinced of its merits, or simply wish to trial the technology in a safe environment.

Webchat services are currently live on our website as a working example of how webchat can work for your website! Contact us via this channel to see for yourself how easy and efficient the service is. We have set the webchat prompt to appear in the top left hand corner of the screen when there has been inactivity of over 30 seconds.

Contact us today to see how our webchat service can benefit your website!